What are the responsibilities and job description for the Bilingual Lead Service Center Representative position at Covered California?
Who Are We?
Join the Fresno Service Center as the next Bilingual Lead Service Center Representative! As part of the Service Center Operations team, you will be an integral part of accomplishing Covered California’s mission and main goals. The team is responsible for assisting consumers via outbound and inbound calls, handling escalated issues and utilizing multiple systems such as CalHEERS, Salesforce, and other Customer Relationship Management (CRM) Systems.
Your Opportunity:
As the Bilingual Lead Service Center Representative, you will be responsible for assisting and providing support for other Service Center Representatives in regard to answering consumer questions and lead queues and processing the Manual Work Streams (documents sent in by consumers for verification). You will also be taking escalated calls to find and recommend a solution, submitting service tickets, as well as preparing for, participating in, and sometimes leading team meetings on a weekly basis.
Bilingual Position: Must be fluent in Spanish, Mandarin or Cantonese to be appointed to this position.
Call Center Pay Differential: If selected, incumbents will be compensated an additional $150 per month.
Bilingual Pay Differential: If selected, Incumbents will have to pass a fluency exam. Once passed, incumbents will be compensated and additional $200 per month.
This position is headquartered in Fresno. Business travel may be required, and reimbursement considers an employee’s designated headquarters office subject to regulations and bargaining unit contract provisions. Travel expenses associated with commuting to the employee’s office headquarters location are not reimbursable, other than authorized transit subsidies.
Application Deadline: 12/11/2025 @ 11:59 pm PST
Required Documents: Application, Resume and Statement of Qualifications (SOQ)
Qualifications We’re Looking For:
- Experience in and knowledge of public health and health care industry services, programs, and trends
- Moderate knowledge and use of Microsoft Office products (Outlook, Word, Excel)
- Experience, training, and/or knowledge of customer service de-escalation techniques
Minimum Qualifications:
- Program Technician III - CalHR
Employee Benefits:
Covered California provides incredible benefits for our employees, including healthcare, retirement and savings, work-life services, leave benefits, and work-life balance. To learn more, visit https://hbex.coveredca.com/careers/benefits/.
Note:
- To apply to this position, review this advertisement and complete your application via CalCareers at: CalCareers
- Please send any questions regarding the application process and/or position to Careers@covered.ca.gov
- New to state civil service employees are typically hired at the minimum of the salary range
Salary : $150 - $200